Net Promoter Score (NPS)
Wizu can help you get better response rates and better insight from your NPS surveys by allowing you to create engaging, interactive and personalized conversations.
What Is Net Promoter Score (NPS)?
Put simply, NPS is a simple way of understanding how your customers feel about your organization by asking one simple question: would they recommend you to others?
By asking this question it’s possible to get a sense of the likelihood of your existing customers continuing to purchase goods and services from you. If they are willing to recommend you to others, they are more likely to continue to purchase. If they would not, or even if they seem fairly ambivalent towards you, they are less likely to use you again.
NPS categorizes respondents into three categories:
Promoters – These are customers that will actively state that they are happy with dealing with you. They may well promote your organization to others they come into contact with. Typically, promoters will leave you a positive review about you if asked.
Passives – Whilst you have probably delivered good service to these customers, Passive customers just don’t feel strongly enough to go out of their way to recommend you. They are almost neutral, but even if they feel positively, the score isn’t high enough to warrant action.
Detractors – These customers have experienced a level of service, or received a product, that does not meet their expectations. It could be that the product is great, but the after sales care was poor. Or they were happy with the relationship but they are unhappy with what they received. Whichever it is, Detractors are making the effort to actively state that they would certainly not recommend you to others.
How NPS is Calculated?
In the question ‘how likely are you to recommend our business?’, the respondent is asked to rate the answer on a scale of one to ten. Based on the response, the respondent is categorized as follows:
0-6 – Detractors
7-8 – Passives
9-10 – Promoters
You’ll notice how hard it is to be catagorized as a promoter. You have to be delivering exceptional service and goods to get those nines and tens.
The Net Promoter Score is is calculated as the percentage of promoters minus the percentage of detractors.
Let’s say you have 100 respondents split into 7 Detractors, 55 Passives and 38 Promoters. Your NPS score would be 31 (38-7). Because of this calculation, it is possible to have a negative score. You’re looking to get as close to 100 as possible.
NPS With A Conversational UI
Like all questions posed by Wizu, an NPS based question is super easy to respond to. You can send this sole question to a customer for an instant piece of feedback, or add it to the end of a conversation about the customer experience. The ‘would you recommend’ question is a natural way to close the conversation. Respondents can simply answer by typing a number in their chat.